FINAL WORD
This is where Conversational AI will play the role of an enabler for these retailers , by allowing organisations the chance to connect with the customers at every stage of the journey . This must happen with the customer being in control of the conversation . Conversational AI will deliver the edge brands are looking for and will make it possible for retailers to offer omnichannel support , providing a frictionless journey which will lead to products being bought .
Why are so many businesses stuck in traditional communications ? How is this discouraging customers ?
Recently , a global luggage and accessories brand told me : ‘ innovation does not necessarily mean digital , it means innovative ways of reaching out to customers ’. I think a lot of this is misleading , with user experience ( UX ) often being confused for customer experience ( CX ), for example . Only now , we are seeing businesses waking up to the importance of CX and Digital Transformation .
The pandemic gave digital approaches tremendous tailwind and encouraged businesses to adopt required transformations . However , multiple customer experience use cases are yet to be explored or made available for niche categories and industries and a lot of CXOs today still cater to CX costs . It is highly overestimated and there needs to be a paradigm shift in the way we approach communication .
Ultimately , not being ready to adapt to new technologies or practices will prevent businesses from establishing a greater presence and creating innovative experiences for today ’ s customers .
What are the challenges and shortcomings of businesses when it comes to their e-commerce CX approach ?
In May 2020 , a survey by Qualtrics Institute revealed that 94 % of US consumers are extremely likely to buy from businesses that offer a good customer
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